So frustrating': How to complain about your airline and why the rules may change

Ottawa promising bill of rights to help protect air passengers

Frigid temperatures in January forced Toronto's Pearson airport to call a one-day 'ground stop,' which prevented domestic flights from landing at Canada's largest airport. The resulting delays left many passengers waiting hours for flights. (David Donnelly/CBC)

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Sophia HarrisBusiness reporter sophia.harris@cbc.ca

Sophia Harris has worked as a CBC video journalist across the country, covering everything from the start of the annual lobster fishery in Yarmouth, N.S., to potash prices in Saskatchewan. She now has found a good home at the business unit in Toronto where she produces for national TV news and writes and shoots and edits video for CBC.ca. Twitter: @sophiaharrisCBC

Morris discovered the mistake on the last day of their vacation. He says he and his wife had to scramble because their new flight left about two hours earlier. It also included a stop-over, adding three and a half hours to the trip.

"It was devastating. We were pulled out of our vacation and sent to Calgary which I didn't want to go to."

They couldn't switch to the direct flight they held tickets for because it was full.

Morris complained to WestJet that he wanted compensation that the airline offers to passengers bumped from overbooked flights — about $650 cash at the time.

Frank Morris in South Hampton, Ont believes he deserves more compensation from WestJet because he couldn't take the return flight listed on his ticket. (Frank Morris)

WestJet turned him down, saying he had to take a different flight due to a booking error, not because of bumping. The airline offered the couple $350 each for future flights on WestJet.

"We feel this final offer of compensation is fair," wrote the airline in an email to Morris.

Morris disagreed. "I don't care how they did it, I had a confirmed ticket."

So Morris submitted a complaint to the CTA.

But the CTA agent sided with WestJet and told him the complaint would be "closed."

No. 3: Take it higher

But at this point, Morris' case is technically not closed. The CTA later told CBC News that "closed" meant the agency could do nothing further for him at the facilitation stage.

Dissatisfied complainants can next opt for mediation to resolve the matter. And if that doesn't work, the agency offers a court-like adjudication process.

But Morris says he's already fed up with Canada's complaints system and intends to take his case to small claims court.

"People shouldn't have to go through what I'm going through. And I'm not finished."

Ottawa says its bill of rights for air passengers will ensure they are 'protected by rules that are both fair and clear.'

The CTA told CBC News in an email that "Canada's airlines are among the best in the world." CTA also said its complaints system works well and that the agency "is working hard to make it even better."

But both Morris and Bornstein want to see a clear set of regulations for airlines that would prevent disgruntled passengers from having to fight their own battles.

The federal government is promising something on this front. But Halifax-based air passenger rights advocate, Gabor Lukacs cautions that set regulations don't guarantee a turbulence-free system.

He believes the government also needs to step up and police the airlines. Otherwise, "even the best bill of rights will remain toothless," he says.​

Sunday, 16 October 2016

When we woke up today Anuzya had joined Joe in his cold misery. David rose to the occasion to ensure we all had breakfast. He introduced us to "home food delivery" in Dubai. Mid day Joe enjoyed the condo pool while Monica and David took advantage of the well equipped gym.

Late afternoon was spent packing. Then we strolled through the local Marina and explored the local stores. For dinner we headed to the Westin hotel for the "best pizza" in Dubai.

Finally our trip was almost at an end. We had warm hugs and embraces and then grabbed a taxi to the Dubai airport. Checking in was easy, although the lineups for immigration looked daunting. The options for shopping and eating at the airport were limited. We were happy when at 10:45 pm we boarded our Air Canada plane. This plane was more modern than the one we flew to Barcelona. It was pleasant, but economy in Emirates was a better experience than our Premium Economy in AC. We manage to stay up for the first 5 hours of our 13 hour journey, hoping to minimize jet lag.

We all agreed to ask for late check-out today. After another gourmet breakfast we headed to the pool for a half day of lounging. The weather collaborated and we had sunshine and heat :)

At 3pm we convened in the hotel lobby and we were greeted by our driver. I was surprised that we had the same gentleman that had gotten us lost a few days ago. He appeared in a larger, nicer vehicle and this time he got us to Dubai without major hiccups.

David and Anuzya still had more of Dubai to show us so we headed out for dinner in the Palm area. Although it was 8pm there were many families strolling along the avenue and there were lots of activities for children and adults. It had a fair like atmosphere. We ate at a wonderful Moroccan restaurant. The highlight was the Lamb and Prune Stew and Pigeon in Philo pastry.

We saw this local musician as we strolled the Palm

Parents were lining up to try their luck to win one of these for their kids.

Unfortunately today was also the day that Joe began to develop a sinus cold. So after dinner we headed home for bed.

Friday, 14 October 2016

Our morning started with the complimentary and very grand breakfast buffet. Any thing you can imagine was on offer, including camel milk. We dined on an outdoor deck and the temperature was still cool enough to enjoy.

After breakfast we headed to the pool. Our oasis was surrounded by sand dunes. We had comfortable lounge chairs and excellent service. The pool was pleasant and we had frequent dips for exercise and to cool off. A lunch of salads and indulgent calamari kept us going.

Late afternoon we left the pool and donned our jeans. We then headed out on another dune trip. This time we were deposited alongside a caravan of camels. These were lovely and peaceful creatures, each equipped with a saddle over its hump. Hand knitted snout "warmers" colourfully adorned each Camel (and kept them from biting). You will see in the pictures that one Camel's snout warmer had Jamaican colours.

After very brief instructions - which basically told us to "hold on for dear life - and lean back" - we each mounted our selected steed. David of course was in front, followed by his dad, then Monica and coming up the middle was Anuzya. The rest of the guests were also in the procession. At the leaders command the Camels stood. Everyone enjoyed the brief moment of terror and instability, but we all remained safe in our saddles.

The caravan ride lasted just under an hour. The whole time no matter what direction we looked - all we saw were sand dunes. The Camels moved at a slow steady pace. When they went up or downhill I understood our instruction to "hold on for dear life". During the ride Monica's Camel occasionally nuzzled me and I reciprocated with a pat on his snout or head. Every once in awhile I looked back to see Monica and Anuzya, but that felt very unsteady.

When we came to our destination the procession came to a halt. One by one each Camel knelt down so its rider could dismount. David, Monica and Anuzya were very graceful. Joe grunted and was a little loud as he landed. If you are reading this on a computer you can see a video of Monica and Anuzya's dismount.

After the dismount we were greeted by some more friendly staff and offered tea, turkish coffee and dates. We spent half an hour with many people playing in the sand - actually climbing up a dune.

When the rest period was over we were informed that we now had to walk or roll down a "very" steep dune. If you lean back int your heels it is surprisingly easy - although at first quite scary. We all made it. Later we found at least 2 litres of sand in each shoe! We were then driven back to the hotel for showers before dinner.

Dinner was a out on a terrace. As usual it was difficult to find a decent wine at an affordable price, but we managed. Most of us had fish and one had lamb. The setting was romantic and the company divine.

About Me

We are a professional couple from Canada. We have travelled extensively in the Carribean, Central America and Europe. We are now embarking on more challenging journeys, beginning with Vietnam, Laos, and Cambodia. However we are not back packers and like to enjoy at least a 3 or 4 star accommodation. You will see that our Vietnam trip achieved that goal. We seek new food experiences and an understanding of local cultures. NOW we are off to explore Portugal this time with the whole family!
We have also added our adventures in Sicily, Barcelona, Dubai, Croatia and Lake Como!